Collections Representative

At Fido, we are building the future of finance in Africa, powered by advanced technology, data driven decision making and bold thinking.

Through AI, Cutting-edge data science and automation, we’re redefining how people access and experience financial services. Our goal is to make finance simple, smart and accessible, giving everyone the confidence to take charge of their financial story.

Joining Fido is an opportunity to drive real impact, solve meaningful problems and contribute to building a future where millions have the tools to create, grow and thrive.

About the role:

The purpose of the Collections Representative role is to recover overdue loans by engaging clients through structured interactions and defined processes. The role focuses on providing frontline support, building and maintaining positive client relationships, and guiding customers toward timely repayment of loan installments while meeting set performance targets.

This role supports the achievement of the company’s key performance objectives and client relations strategy by collaborating with the Head of Department and Team Leaders to design and execute effective recovery strategies. It also fosters a proactive, solutions-oriented environment where agents take ownership of the client repayment journey and contribute to improving overall loan recovery outcomes.

Responsibilities:
Client Engagement & Communication

• Manage a high volume of inbound and outbound calls efficiently and professionally.
• Conduct telephonic interviews with clients to assess their financial capacity and willingness to repay.
• Follow approved communication scripts and processes when handling various client scenarios.
• De-escalate situations involving dissatisfied or distressed clients, providing appropriate support and solutions.
• Respond to client queries and complaints in a timely, accurate, and empathetic manner.
  

Collections & Negotiation

• Negotiate partial repayments, payment plans, and suitable arrangements in line with company policy.
• Employ skip tracing methods to locate clients and confirm repayment commitments/
• Identify client needs, investigate their circumstances, and provide relevant, policy-compliant solutions.
• Build sustainable relationships that encourage clients to honour their financial obligations.
  

Administration & Compliance

• Maintain accurate and comprehensive records of all client interactions on Fido's collections system.
• Ensure all collections activities comply with relevant consumer protection legislation and internal policies.
• Produce accurate reports and performance data as required.
  

Performance & Continuous Improvement

• Meet individual qualitative and quantitative targets as set by the Team Leader/Manager.
• Guide clients through product troubleshooting and self-service where applicable.
• Collaborate with the Head of Department and Team Leaders on the development and execution of recovery strategies.
• Take proactive ownership of the client loan repayment journey and seek opportunities to improve collection outcomes.
• Perform any other official duties as assigned.

• A minimum of a diploma or degree in Business Administration, Banking & Finance, Marketing, or a related field.
• At least 3 years of experience in debt recovery, customer service, sales, or any client-facing role.
• Familiarity with loan products or financial services is a plus.
• Strong communication, negotiation, and interpersonal skills.
• Ability to manage difficult conversations with empathy and professionalism.
• Basic proficiency in Microsoft Office (Excel, Word) and CRM or customer management tools.
• Fluency in English; knowledge of local languages is an advantage.
• Strong organizational and time-management skills.
• Ability to work independently and as part of a team.